Shelor Motor Mile, Inc.

Revdex.com:
I have reviewed the response offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
I'm sure they do consider the matter closed seeing as how they get out of the matter as cheap as possible with as little responsibility for the fraud they committed.   Selling someone a car that hasn't been inspected is fraudulent .  The Sales manager tried to tell me that the car was inspected and also that the oil was changed back around may.  However, my wife had an oil light come on a mere two weeks after having it.  Also, when I checked the car out myself the oil light said it had 5% oil life left. He tried to write that off as not a big deal. That sometimes those light come on or weren't reset.  Yea right.   Ive enclosed a picture of the 5% oil light and a picture of the brake that was down to the metal.  The mechanic that looked at the car for me told me that those brakes never would have passed inspection yet I have a paper of the inspection with brakes checked off and passed.  He also told me that the power steering hose was leaking and that wouldn't have passed inspection either.  He also showed me where the entire undercarriage of the car is rusted .  He said the car was either from the beach or up north.  He said that if I kept spraying it with rust precentor it should be ok.  I didn't even complain about that because why bother?   So , basically we were told the car had been inspected, detailed and serviced before it was sold to us , however the brakes were bad, the power steering was leaking and the oil life was 5% and it was very dirty inside when it was delivered.  I found loose change in the back seat, dried dirt all inside of it,  a rap cd in the one of the compartments, etc..  They offered me 100$ credit for the detail which doesn't even cover a full detail which we sent them from another place. It would be 240$ for that.   This place is crooked and maybe as a customer there isn't legally anything I can do about it, I don't know.  I will definitely be finding out though.  I also plan on contacting whatever governing body in virginia deals with dealership fraud and will be letting them know about these practices the Shelor has been committing.  This issue is not resolved and never will be unless they pay to fix these issues we sent them totaling around 1800$.  I will not drive 2 hours back to their dealership to have them address something that should have been handled before selling me this car.  They offered to pay for the brakes and the oil change and 100 $ detail totaling around 270$ out of the 1800$ worth of things that needed to be addressed, which they said was not covered in their 90 day warranty .  This is by far the worst dealership I have ever been to and if my wife drives this car and something happens to her based on things that shouldn't have been wrong with this car in the first place they will have a much bigger problem on their hands.   
Regards,
[redacted] & [redacted]

Shelor Motor Mile stands on the last offer from 12-2-2015...  (Cover cost of repairing the top of the cab with customer paying $350.00; provide rental vehicle at no charge to customer while vehicle being repaired; repair to be completed at Independent Body Shop used by Shelor Motor Mile, and Dealer will honor offer for 30 days from 12-2-2015.)
We believe this is more than a fair offer, considering that the paint condition on customer's vehicle is not related to any cause of negligence on the part of the Dealer.  This offer is strictly Goodwill for Customer Satisfaction in an effort to resolve this complaint.

After researching Mr. [redacted] concern and speaking with the General Manager, I believe we handled the sales visit correctly.  They informed me that the Salesperson, [redacted], actually did a Facetime session with Mr. [redacted] before he made a trip to the dealership so he could have a more...

in-depth look at the vehicle.  This shows that we in no way were trying to hide anything from the customer.  Vehicles have photos on-line as well.  The vehicle was a used vehicle so it would not be in like new condition.  We did give Mr. [redacted] a tank of gas as a goodwill gesture.  We apologize for any inconvenience, but we do not feel we tried to hide anything or misrepresent the vehicle. We appreciate Mr. [redacted] making the decision to visit the dealership but we can't guarantee that a customer will like a vehicle once here.  It does not benefit anyone to mislead and it is not our business practice.  Again, we appreciated the opportunity.
Sincerely,
[redacted]

This is in response to the complaint filed by [redacted] and [redacted].  [redacted], Sales Manager at the Super Store, has been in contact with [redacted] as well as [redacted].  The customer opted to have the rear brake pads replaced in NC and we have agreed to pay that repair of $143.05. ...

We also agreed to pay $100.00 toward the cost to detail the vehicle and we also agreed to pay $30 toward an oil change.  We changed the oil before the vehicle was offered for retail sale, but the customer elected to do it again due to a reading on the vehicle that indicated the need for a change.  We apologize for any inconvenience this transaction may have caused Mr. and Mrs. [redacted] and the feedback has been shared with the appropriate Managers and staff.  At this time we consider this issue resolved and closed.
Sincerely,
[redacted]

I have reviewed the response offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
There are multiple irregularities in the response from the business, in fact the response is full of outright lies. This strengthens my argument that this is a shady and dishonest business. The car in question is registered to myself, [redacted]. The check engine light has never been on since I have owned the vehicle. The secretary of the business, Shelor Motor Mile Subaru, gave verbal assurance that the mechanic could diagnose the cause of my car's engine failure and that Shelor Motor Mile would write a formal letter stating the nature of the cause of my engine's failure as second opinion for a court case that I have pending. When the business took the responsibility of diagnosing my car's troubles, they were well aware that they were giving a second opinion, and that the car had already been disassembled and inspected by another mechanic shop. When I was told that my car was ready to be picked up, I was told that a second opinion could not be given as a written response, even though that was the only reason that they had my car in their possession for three weeks. I was verbally told what the cause of the engine's failure was, but the business refused to give me the written statement that I commissioned them for, and for which they agreed to when they accepted the commission. I would have taken my business elsewhere and my car would have never been towed to Shelor Motor Mile if the secretary had not assured me that a formal written statement would be produced. The failure of this business to produce a formal written statement for which I paid quite a bit of money for, represents a clear breach of verbal contract, and I request full compensation.I have been deceived by this business, and they took more money that I could afford, and gave me nothing in return. They are deceptive, and if their written response is any indication, they are also manipulative and dishonest. 
Regards,
[redacted]

I have reviewed the response offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
Regards,
[redacted]
The engine should have been replace at the time they found a bad rod on the #1 piston because this is the problem again.  They also replace on the valve lifters too but they didn't say nothing about that!! The reason the debate was about the PCM on 1/2018 and having it checked was because of the noise that started this event. The vehicle was simple remote started and after 10-15 minutes of idle (nothing that I done), it sounded like it was about to blowup!  Now the engine should've be replace because they/Jeep didn't replace it under warranty on the first event at ~30,000 mile.  Now I'm "paying" to have it replaced!!This is why they/Jeep should stand behind their work when they told me when they "fixed" the rod bearing the first time that it would be last as long a new engine. This is simple not the case because I would have the same problem again after only 39,000 mile from the time they tried to fix the engine problem before.

I researched the concern and found that the check was mailed out yesterday, Wednesday, August 24th in the amount of $608.20.  We received the request on August 10th.  Normal processing time for cancellations is 2 to 3 weeks.  We apologize for any inconvenience.Sincerely,[redacted]

Mr. [redacted] and Ms. [redacted] leased a vehicle from the Shelor Motor Mile on April 4, 2015 and provided information to their salesperson regarding their driving habits and both signed a mileage evaluation form indicating that the vehicle would be used for approximately 12,840 miles per year (under the...

15,000 yearly limit / 1,250 monthly limit to not have to prepay for miles).   Because of this, they were not asked to pre-purchase any miles, since then the vehicle has been driven more than anticipated so we have asked for them to pay for mileage usage, as we do all lease customers who exceed their limits.  Whether the miles had been purchased at the time of the lease or now while in the midst of the lease, the mileage rate is still the same $0.15 per mile.   Essentially there is no difference in the cost to the customer at all as long as the miles used are paid for before the end of the lease.    We will be glad to do a new mileage evaluation to include Ms. [redacted]’s usage but again, the cost for mileage would be the same either way.  If Mr. [redacted] and Ms. [redacted] would like to terminate the lease, they can do so by paying the early termination fee of $2,000 plus any mileage overage due at the time of termination.
 
Sincerely,
[redacted]

I have reviewed the response offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
Regards,
[redacted]
The loan and car both are in [redacted] name only!

Service Manager, [redacted] contacted customer 8/1/14.  Explained the situation with appointments and rentals, and apologized for any mis-understandings. He explained to customer that a multi-point inspection was performed while her vehicle was here and a brake inspection with the...

brake pad measurements were provided at no charge to her.
As far as the Extended Service Contract, in order for the dates to change, she would have to cancel the existing contract, and the refund would go back to the lender, towards the loan, due to the fact the  cost of the contract was financed in with the vehicle.  She would then have to purchase another contract and would have to pay for the contract up front.  It could not be financed in the loan.
Mr. [redacted] has not been able to speak with Ms. [redacted] regarding the Service Contract, as he left a message yesterday, 8/5/14 and she has not returned his call as of today.
Sincerely,
[redacted]
Customer Relations -Service

Shelor Toyota Service Manager attempted to contact customer to discuss situation, and left message for customer to return call.  No return call as of 11/22/2016. Our Service Department certainly would have re-checked the vehicle had the customer brought to us.  We...

stand behind our work and it  is not Shelor's way of doing business to use "scared tactic"  We apologize for the situation and welcome the opportunity to discuss with customer further.

The vehicle (registered to [redacted])was towed to dealer, customer stating the "Check Engine Light is on and the Timing belt may have broken".  The customer requested a diagnosis of failure.The diagnosis that was performed was a "select Monitor scan operation and found 2 Misfire codes...

stored (for Check Engine Light concern).  The Technician found the engine had been partially disassembled, with timing covers removed and balancer not installed.  Customer was informed in order to perform further diagnosis and cause of failure, some re-assemble would be required in order to check compression for possible bent valves.Customer declined any further diagnosis and was charged only for the diagnosis fee, and the tow bill.It was explained to customer, the "letter" would be our Repair Order with the diagnosis and/or repair.  The customer declined any further diagnosis and/or repair and was provided a copy of the Repair Order with the explanation of what was found.  Therefore, dealer does not feel was dishonest in any way, nor any refund due.Regards,[redacted]Customer Relations

The vehicle was purchased January 2016 and the recall was released by FCA (Fiat Chrysler Auto) in July 2016.   The vehicle was  delivered with no open recalls and there was no way for Shelor to know it would have any upcoming recalls.A repair order was created on...

7/18/16  to order the necessary parts to perform this recall but only a portion of the parts were available to be ordered. Shelor parts department has been tracking the remaining parts and was able to place the order 8/1/2016.  . The ETA on all parts is the end  of this week (8/4-8/5/16).Once we receive all the parts, it will be a few days turn around to complete the Recall.There are less than 500 vehicles affected by this recall and according to the notification, several of them have already been inspected.  The recall is limited to a certain engine size, sales code and build date so that is the reason it is such a small number of vehicles affected. All parts have been received and the customer was notified. (8/2/2016)...left message at work & on cell phone.  Customer has not returned call to schedule appointment to have Recall completed and be provided with alternate transportation.Awaiting customer's return call.

Customer brought vehicle to dealer for trim concern and melted/burn area around gear shifter.  Mitsubishi policy requires dealer to take digital photos and send in for prior approval.  Dealer sent pictures on 6/27/2017.Mitsubishi returned request and denied stating "Not...

warrantable".  This was received evening of 7/21/2017.  Service Advisor contacted customer on Monday, 7/24/17.  As a goodwill gesture, for customer satisfaction, Shelor Motor Mile willing to offer customer 20% discount on repair.[redacted]/Customer Relations Specialist

After researching the complaint, it was found that when the vehicle was returned that it had been in an accident and there were various issues with the vehicle mechanically and cosmetically due to the accident and abuse.  Only two payments were made.  The insurance had been cancelled on...

the vehicle and we were not notified, so the insurance company honored the claim for damage.  We applied the insurance check to the balance.  We had to pay $425 to recover the vehicle from the garage and there are also court costs of approximately $987.  The vehicle was sold at auction and the sale amount was also credited to the balance owed.  That left a remaining balance of approximately $8132.  The customer has paid approximately $2,973, leaving an approximate balance of $5159.  As a goodwill gesture, the balance will be reduced to $2,500 if paid in full.  We consider this offer fair considering the circumstances.  If the customer accepts the offer and agrees to pay $2,500 in one lump sum, then the account will be closed.  Sincerely,[redacted]

I have reviewed the response offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
Regards,
[redacted]

I wanted to let you know that I spoke with Mr. [redacted] this afternoon and we agreed to do a goodwill payment of $235 towards fuel and his time.  This matter has been resolved.Thanks and have a good afternoon.[redacted]Shelor Motor Mile[redacted]

Customer did not show for appointment that was scheduled for April 2, 2015.  Customer called and left voice mail message, stating would not be coming in to meet with Service Manager.  Would be a waste of everyone's time.  Stated that dealer (Shelor ) , had previously replaced a driveshaft and charged $500.00.  She had called 4 different parts stores for prices and the most expensive one she could find was quoted to her for $99.00.  Customer stated would never return to Shelor for service again.
Dealer feels customer has not given us the opportunity to review current situation and an attempt to resolve the concern.  At this time, Dealer has made every effort with no response from customer.
Sincerely,
[redacted]
Customer Relations  Specialist/ Shelor Motor Mile

I have reviewed the response offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
As I stated in my complaint, 3 other Independent Body Shops disagreed with their "normal rust due to aging of the vehicle."  All other body shops stated that there must have been some type of chemical drip/leak, extreme heat, or concentration of moisture from some sitting on it, and "normal aging rust would be visible on other  areas of the truck. They also quoted my repair between $600-$650, so it seems like there good gesture is bogus.  Shelor's  "independent body shop" was a friend of their service manager, who also insisted that I was not present for the inspection .  So how do I know where my truck went?  I left my truck with them with no rust on my cab, I should have picked it up that way.  I have spoke with legal council and intend to pursue if Shelor does not repair their mistake.
Regards,
[redacted]

Dealer reviewed incoming emails, and found customer's inquiry had been sent through our website and information was not received by correct department.Parts & Accessory advisor ([redacted]...[redacted]...Ext [redacted]) has called customer & left message with a direct # to contact him...

to set appointment to check and repair cruise control as necessary.  Awaiting customer's response.